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Career Readiness Program (CRP)

Participants Workbook
Career Readiness Program

Introduction

Congratulations!

You’ve been chosen to participate in an innovative learning program that is


designed to prepare you with the skills, knowledge and attitude you will need to
successfully find and keep a job.

As part of your commitment to the program you will be asked to sign a “Learning
Contract.” This is used to let you know what you need to achieve in order to qualify
as a graduate of this program and earn the right to take the ‘”National Professional
Certification in Customer Service,” a nationally recognized certification that you can
add to your resume —showing potential employers that you are committed to pro-
viding high standards of customer service, no matter what industry you go into.

Be Yourself!

Throughout the program, you will be helped by a facilitator (someone who will intro-
duce you to new learning topics and who can encourage you to explore things for
yourself and within a team of other learners).

Around two thirds of the program involves you in an activity or group discussion, so
to get the most out of the program, you will need to fully participate and complete all
of the exercises as best as you can.

Remember, we are here to help. So be yourself and enjoy the learning.

Approach it with an open mind, and you will find that there is a lot you already know
but also a lot you can learn that will make both your personal and future work life
that much easier.

Giving You Credit

This workbook is yours to keep so please use it to make notes, to help you follow
the learning program or to review when you need ideas. It’s also a record of the
learning you have undertaken, and it will be signed off at key points to show that you
have successfully completed each unit. Keep it safe and bring it to each lesson.

Each one of the units carries a value for accreditation—and when added up—forms
your overall graduating credit score.

Learner Guide Page 2


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

Method

This learning program is broken down into small “bite size” pieces which we call
modules. Each module covers a specific topic so you can concentrate on the ones
you need the most and, if necessary, briefly cover the ones you feel more comfort-
able with.

Most modules have an online element (where you will access the learning module
through a computer), and these are also supported by classroom sessions. So in
the majority of cases you will be with a group of learners in a “classroom’” envi-
ronment, either working on the computer or learning as a group. We call this
blended learning.

We will test your knowledge at key points, throughout the program, by giving you
quizzes to complete on the computer.

Completing the online elements of the program is mandatory, and you must be
registered as a Leap2 learner to receive your user name and password. This should
have been given to you as part of the application process. If not, inform the person
who handed you this workbook.

This symbol will appear throughout this workbook to indicate


when it is necessary to go to the online part of the program.

Modules

There are 10 modules that make up this program. Over time each module will be
partly delivered online and partly in the classroom to create what is known as a
“blended” or mixed learning experience. There will also be a number of workshops
for you to attend which extend the learning by offering you practical ways to learn
and practice your new skills.

• You will see this symbol in the margin to indicate that you need to logon to the
computer to take an online module.

• The next pages tell you how to do this and also allow you space to record your
personal details, including your user name and password that you will need
throughout the program.

• Most modules will require that your computer has a sound card. Make sure that
headphones are available for you to listen to video and sound clips in private.

Learner Guide Page 3


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

About You

This workbook belongs to…

First Name: Last Name:

Address:

City:
I understand that this is my workbook to keep
State: Zip Code and that I must take it to every session with me.

Start of Program: / / Signed:

Logon Details

You should have already received your logon, details which you will need to access
the online parts of the learning program. Please notify your facilitator if you have not
received your details. Otherwise, please make a note of them here for future refer-
ence.

User name: Password:

The next page tells you how to login to the system.

Learner Guide Page 4


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

You can access the online learning content via a link from our website if you follow
these directions:

• Go to www.leap2.org by typing this into your web browser

The image below shows the homepage of our website:

• Click on the orange


Learners slider bar

A new window will slide open and you should then choose Click here to find out
more...

Then click on the [Online Learning] icon that looks like this...

Learner Guide Page 5


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

• This link takes you to the university home page as shown below. This is the
website where you will access all of the learning modules.

• Click where it says Login (top right of the page). Remember, you will need your
login details that we recorded on page 4 of this workbook.

Enter your User ID and Password in the box provided and then click [Login].

Learner Guide Page 6


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

Once you are logged in you will see this page...

• A list of courses that have been assigned to you will be seen in the section
headed My Courses (you may need to scroll down the page to see further
courses.

• To access a course simply click on the title of the course you wish to open

In the example above we clicked on Module CRP 1.1— Understanding Life’s


Journey.

The module is in two parts:

i) The top link (CRP 1.1) will take you to the online lesson (see next page).
Ii) Once you have completed the module you will come back to this page and click
on the quiz (CRP 1.1—Quiz). Most modules have a shot quiz to test your knowl-
edge of the module content. You will not see this option if there is not a quiz
associated with a module.

Learner Guide Page 7


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

When you select the online module you will see this screen...

Simply click the [Enter] button to begin the module.

Once you have completed the module click on the [Exit activity] link as shown
below. This will return you to the Topic Outline page so that you can complete the
quiz.

Learner Guide Page 8


© November 2009 - Sales & Service Training
Career Readiness Program

Introduction

To take a quiz

Click on the quiz link that is show on the Topic Outline page.

Once you have answered all the questions then click on the [Submit all and finish]
button which is at the bottom of the questions page (see below)

You will then see a review of your answers which also shows your score. Questions

you answered correctly will be shown in green, with any that you got wrong being
marked as incorrect with a cross next to your chosen answer,

The correct answer will be highlighted in green so you can understand where you
went wrong.

Once you have finished the quiz you should click on the [Leap2] wording as shown
below...

This will take you back to your home page from where you can select another
module .

Learner Guide Page 9


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Understanding Life’s Journey
CRP 1.1

Go Online

• Go to your computer and log-in as previously described.

• Select Module CRP 1.1– Understanding Life’s Journey from the list of new
courses.

• Note: Before starting the actual module you will need to read the learning
contract and agree to abide by this throughout the learning program.

• Click on the CRP 1.1 link as previously described.

The Module will open after you click on the Agree button of the Learning Contract.

Note: There is sound and video included on this module that starts immediately.

The first screen (displayed


here) shows a character who
we are going to use to guide
you through the program.

So say hello to Ty everyone!

Ty will be there on every mod-


ule to help you understand the
key learning points. Make sure
you have your headphones
connected so you can hear
what he has to say.

Action Points
Check when completed
• In order to complete the on-line module you must take the quiz by clicking on the
CRP 1.1 - Quiz Link.

• We have provided a checklist on the next page so you can be prepared for you
first day at work.

You can find the key learning point for this modules on pages 12 to 14.

Learner Guide Page 10


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Understanding Life’s Journey
CRP 1.1

Key Learning Points

“Even a Journey of a thousand miles begins with a single step.”


Confucius

• Some of you who already have work experience have started off on this journey
already but:

- Did you go in the right direction and get the job you want?
- Do you feel like you are stuck in one place?
- Do you really know where you want to go?
- If you know where you want to go, do you know how to get there?
- Are there barriers that are preventing you from moving on?

• Well you know what? The answers to these questions don’t matter because it is
never too late to change. So today we are going to regroup and start over. So
this is the beginning of a new journey for everyone.

Here is a reminder of the five key steps that will be involved in your journey:

• Step 1 - Deciding on your destination, where do you want to go? This topic will
be explored more in Module CRP 1.2 - Career Options, where you will be able
to explore the different paths you might take in your career.

• Step 2 - Understanding exactly where you are starting your journey from —
where are you know? Module CRP 1.3 - Finding Out About Me will help you to
identify your strengths, as well as areas for development. At this stage you will
begin to realize what you need to do to get to where you want to go.

• Steps 3, 4 and 5 are covered in this module. They cover:

Step 3 covers - Planning


Step 4 covers - Overcoming Obstacles
Step 5 covers - When you arrive

Learner Guide Page 11


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Understanding Life’s Journey
CRP 1.1

Planning

Remember the online video and the key


message about planning:

If you fail to plan,


then you will plan to fail.

The key points from the video are:

• Have a plan in place


• Create steps that put your plan into action
• Further your education
• Find out what’s required to get you to where you want to go
• Ask someone who already does the job

Overcoming Obstacles

How you react to barriers/obstacles will be very important in determining how suc-
cessful you are in your career.

One thing we know for sure. Life is not easy or simple.

Try and look at obstacles or barriers in a positive way. Learn something from the
experience. Just like a car journey, you may need to take a detour from time to
time, but if you are very focused then you will achieve your goals.

It’s all about Positive Thinking.

If you think you can, you can.


If you think you can’t, you will be right.

Remember the bumble bee. It was once thought that according to the
laws of flight, there was no way a bee could fly. As the bee wasn’t
aware of this, it just went ahead and flew anyway. Proving that if you
put your mind to something and you really want it, then you can achieve
anything.

Learner Guide Page 12


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Understanding Life’s Journey
CRP 1.1

QTIP

Quit
Taking
It
Personally
The workplace can be a tough environment, and you may not always get on with
your boss or your co-workers because you don’t agree with their way of doing things
or with their beliefs. Even if you don’t agree with them, you can still respect them.

The latter parts of this learning program, we will talk more about working in a team
and workplace etiquette (how you should behave).

Remember this moving video. We use it to convey two


messages. First, despite how depressed your situation
makes you feel, there is always someone who is in a
worse situation than yourself. So don’t think that every-
thing always happens to you. Second, with determi-
nation and adaptation, the impossible becomes possible.

There is one more message I would like you to take away from this module:

There is no such word as can’t


and to me can’t means won’t.

So if you say to yourself I can’t do something, or if you hear someone else say I
can’t do that, translate that to won’t. Below is an example:

“I can’t climb that mountain = I won’t climb that mountain.

You could find a way if you really wanted to climb the mountain. But by changing
can’t to won’t you are saying, “ Actually I have no desire to do that so I am not going
to because I am afraid of heights.”

Be strong and don’t be afraid to say I won’t, but do be prepared to say why you
won’t.

Learner Guide Page 13


© November 2009 - Sales & Service Training
Career Readiness Program

Module
The Start of Life’s Journey
CRP 1.1

First-Day Checklist
Check when
completed

Supervisor’s Name?

What are the key tasks you will be doing?

Ask if there is a written job description you can refer to

Check the companies policy on these key issues and make sure you understand
them:

- Smoking policy
- Taking bathroom breaks
- Making or receiving personal phone calls
- Dress code (especially if safety clothing or specialty clothing needs to be worn)
- How far in advance you have to arrange vacation time or time off
- The policy on swapping shifts or changing days off between workers
- The personal use of office equipment (copy machines, fax machines etc.)
- Clocking in and out of work

Ask about the company’s emergency procedures — exit routes and assembly place
in case of an emergency. Make sure you are clear what to do.

Introduce yourself to your co-workers . (Use the space to note their names and job
titles.)

Name Job Title Name Job Title

Learner Guide Page 14


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Career Options
CRP 1.2

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 1.2 – Career Options from the list of available courses.

Note: There is sound and video included on this module that starts immediately

The first screen (illustrated


here) shows you the objectives
of this module.

Once you have completed the


online part of this module, return
to this workbook.

The remaining time should be


used to research different jobs ,
so you can decide on the best
career option for you. The
following pages give you
Information about using the
O*Net job search website.

Action Points

Check when completed


• In order to complete the on-line module you must take the quiz by clicking on
the CRP 1.2 - Quiz Link.

• Once you have completed the on-line lessons then you should use the
instructions, that appear on the following pages, to access the O*Net website as
described in the on-line learning.

• Using the information from O*Net, complete the form on Page 18 that allows to
record details of the job that most interests you.

Learner Guide Page 15


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Career Options
CRP 1.2

Job Search

After completing the online module, you should have been presented with a link on
the last page that took you to a website you can to research information about differ-
ent jobs.

YOU MUST RESTRICT YOUR INTERNET USE TO ACCESSING THIS SITE


ONLY.

The Web Link is:- http://online.onetcenter.org/ (Note that you do not use www.)

The site can be used in several ways:-

i) It will allow you to go through a questionnaire regarding your skills and


then cross match those skills to a job.
or
ii) It will allow you to search a “Job Family,” which then leads to more
specific details of individual jobs in that family. Once you select a
specific job, then it displays the skills and knowledge required to do the
job.

We are going to use the second method to establish the skills and knowledge
required for the type of job you are thinking of pursuing.

• Enter the web address into the address bar of your browser. (Remember the ad-
dress is NOT proceeded by www.)

• From the main web page, look for this box on the right
hand side. From here you can type in the name of a
job you want to research and then click Search

Learner Guide Page 16


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Career Options
CRP 1.2

In the above example, we typed ‘Construction’ in to the search box. Once you
click Search the system will display a list of matching jobs.

Jobs that are shown as in demand indicates that there is a current need for these
types of jobs,. The leaf, that can be seen against certain jobs, means they are
classed as ’Green’ or environmental jobs.

• Once you click on job title you will see it is then broken down into:

- Tasks undertaken
- Tools and technology used
- Knowledge required
- Skills required
- Abilities needed

• For the following exercise, concentrate on tasks, knowledge, skills and abilities
for the job you have chosen. (Disregard Tools and Technology for now.) Later,
you may want to look at the associated jobs that are shown because they require
similar skills.

• At the bottom of the page, you will also find how much you can expect to be paid.

Learner Guide Page 17


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Career Options
CRP 1.2

Taking Notes

This module should provide you with lots of information about the various jobs you
are interested in doing.

Q - Can I print out the information from the job search site?

A - Yes, but you should check with your facilitator first to see if this is possible. If
not, use the tables provided to make a note of details about the job.

The title of the job I’ve researched is Write the job title here

These are the tasks, knowledge, skills and abilities that I would need to do this job.

Tasks Knowledge Skills Abilities

In Module CRP 1.3 - Finding Out About Me, we will give you and opportunity to
review your strengths and weaknesses (areas that you need to develop) so you can
see how well they match up to the requirements of the job you are interested in.

Note one last important detail about the job:

• The money I could earn from this job is: $ . / hour or / year

Learner Guide Page 18


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 1.3 – Finding Out About Me from the list of available
courses.

Note: There is sound and video included on this module that starts immediately.

The first screen (illustrated


here) shows you the objectives
of this module.

During the online element of this


module you will be asked to
come back to this workbook to
complete an individual exercise.

So keep you workbook handy


as you will need to retrieve the
exercise code and enter it into
the computer in order to
complete the module.

Action Points

Check when completed

• Remember to enter your strengths and areas for improvement into the computer
and take a print out of those pages. If it is not possible to print the pages then
use the form which is provided on the next page.

• Complete the exercise on Page 23 of these notes during the on-line lesson

• In order to complete the on-line module you must take the quiz by clicking on the
CRP 1.3 - Quiz Link.

• Ask a friend a a family member to complete the questionnaire , two copies have
been provided on Page 21 and Page 22 of these notes.

Learner Guide Page 19


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Key Learning Points

We used a SWOT analysis (Strengths, Weaknesses, Opportunities and Threats) to


help you understand:

1) The things that you are good at—your strengths


2) The things you know you need to work on—your weaknesses

Remember to print these two pages and keep them for your reference. Being able
to analyze your strengths and weaknesses will enable you to compare them to the
skills and knowledge required to do the job that you are interested in doing—the one
you researched in Module 1.3 - Career Options.

If necessary, use the following space to recapture your strengths and weaknesses:

What I am good at (strengths) What I need to Improve (weaknesses)

Personality Questionnaire

Remember that you also were asked to print out a Personality Questionnaire that
you could give to your friends and family to ask for their feedback. You can print the
form by going to the Access Learning section of the Leap2 website and clicking on
the Personality Questionnaire link, or you can use the ones provided on the next two
pages—one for a family member and one for a friend.

Learner Guide Page 20


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Personality Questionnaire

I have asked to provide me with some feedback

using this questionnaire. I trust them to provide me with honest feedback, which I
promise I will not challenge or get annoyed about.

I also promise that I will use what they say in a positive way, to better myself.

What things (skills) do you think I am good at?

What things (skills) do you think I need to improve?

What do you think of the way I dress?

What is it about me that annoys you the most?

How considerate to other people do you think I am?

Do I take care of my possessions? YES NO SOMETIMES

Can I be relied on when things need to be done? YES NO SOMETIMES

Would you trust me to give you honest feedback? YES NO MAYBE

Are you able to easily work out what mood I’m in? YES NO SOMETIMES

• Your facilitator will check and initial this exercise to show that it has
been successfully completed.

Learner Guide Page 21


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Personality Questionnaire

I have asked to provide me with some feedback

using this questionnaire. I trust them to provide me with honest feedback, which I
promise I will not challenge or get annoyed about.

I also promise that I will use what they say in a positive way, to better myself.

What things (skills) do you think I am good at?

What things (skills) do you think I need to improve?

What do you think of the way I dress?

What is it about me that annoys you the most?

How considerate to other people do you think I am?

Do I take care of my possessions? YES NO SOMETIMES

Can I be relied on when things need to be done? YES NO SOMETIMES

Would you trust me to give you honest feedback? YES NO MAYBE

Are you able to easily work out what mood I’m in? YES NO SOMETIMES

• Your facilitator will check and initial this exercise to show that it has
been successfully completed.

Learner Guide Page 22


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Making Assumptions

We want to consider your feelings about different groups of people as we tend to put
labels on them according to:

• The color of their skin


• The type of clothes they wear
• The religious beliefs they have
• The country where they were born
• The people they associate with
• The way they behave

This module will teach you that taking time to get to know people is an important
way of accepting what is known as diversity.

How would you feel if you found out your future supervisor was from one of the
minority groups we are going to discuss?

Remember that people also are making assumptions about you.

Individual Exercise

• On the next two pages you will find pictures that reflect different people from
various backgrounds.

• Look carefully at each picture and then, using the space provided, write down
your observations about that type of person.

Your observations can include, what you think about them or what you have
been told about them. Be as honest as you can but please do not use curse
words in your descriptions.

When you have completed this exercise the facilitator will ask you to discuss
your findings with the rest of the class.

• You will have 10 minutes to list your observations. Once that time has elapsed
you should return to complete the online section of this module.

• Remember you will need to enter the code from this exercise to be able to
continue. This can be found at the bottom of Page 25 of this workbook.

Learner Guide Page 23


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Group 1

People with disabilities

What I know about them My prejudices towards them I think their special needs
is.. are... are...

Group 2

People from different


religions

What I know about them My prejudices towards them I think their special needs
is.. are... are...

Learner Guide Page 24


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Group 3

People from minority


groups

What I know about them My prejudices towards them I think their special needs
is.. are... are...

Group 4

People from different


cultures

What I know about them My prejudices towards them I think their special needs
is.. are... are...

The code for this exercise = 700229 Return to your computer and enter this
number into the box provided to enable you to continue this module.

Learner Guide Page 25


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Discover Something New


This is an individual exercise that you should complete in your own time
throughout the rest of this learning program.

Remember that during the online learning element we challenged you to find out
one new thing about each of the groups you reviewed. Use the space provided to
write down what you have learned.

The thing I discovered about people with disabilities was...

The thing I discovered about people from different religions was...

The thing I discovered about people from minority groups was...

The thing I discovered about people from different cultures was...

Facilitator’s
Facilitator sign off here at the end of the program Initials

Learner Guide Page 26


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Individual Exercise

Do you remember this page from the learning module?

• Your facilitator will divide you into pairs and give you the opportunity to try using
the praise sandwich to give constructive feedback to your partner. Use one of
these scenarios:

- Your partner is always turning up late to work in the morning

- Your partner’s work station is always messy and untidy

- Your partner has been very quiet and shy lately

- Your partner got into an argument with a customer

- Your partner never finishes their work on time, leaving it for you

- You can never find your partner, as they are always on a break

You will find an example on the next page to remind you how this should be done...

Learner Guide Page 27


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Finding Out About Me
CRP 1.3

Praise Sandwich

Example...

“I really appreciate that you helped me complete that urgent job the other day, but
I’ve noticed that you sometimes leave work unfinished. You know if you need my
help just ask, but I’d prefer if you just didn’t leave it for me to do. Anyway you’re
much better at it than I am and if we both help each other then we might just get fin-
ished quicker. Thanks again.”

I’ve underlined the praise elements that I used to soften the criticism related to the
behavior I wanted to address.

Hopefully by using this method, we will avoid getting into conflict with our co-worker,
and I am sure you can imagine how you might feel if someone said this instead...

“Look, you lazy good for nothing *********. I am fed up with having to finish off jobs
that you leave incomplete. Don’t expect any help from me again.”

Now you try.

That completes the learning for CRP Module 1.3 - Finding Out About Me

Remember

• Continually review the things you are good at doing and try to improve on
them. Also continue to work on the things you need to improve.

• Learn to accept that we are all different and entitled to our own views. Remember
that you can still respect someone even if you don't like them.

• It feels good to be praised but you can easily feel destroyed if you receive unjus-
tified criticism. So learn to give positive and constructive feedback and respect
other people's opinions of you.

• What people think about you has a greater impact than what they actually know
about you. Open up to people so they begin to understand you. Ask people for
feedback so you can see yourself in the big picture.

• In the workplace you will have to conform to the rules and regulations of the
business and to the demands of your supervisor. Either live with it or move on.

Learner Guide Page 28


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Marketing Yourself
CRP 1.4

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 1.4 – Marketing Yourself from the list of available courses.

Note: There is sound and video included on this module that starts immediately.

The first screen (illustrated here)


shows you the objectives of this
module.

The topics we will discuss in this


module are:-

• Remembering why you are


here.
• Why you should think of
yourself as a business

• What makes successful


businesses, successful!

• What is going to make your


business successful!

Action Points

Check when completed

• In order to complete the on-line module you must take the quiz by clicking on the
CRP 1.4 - Quiz Link.

• Read through the key learning points for this module—Pages 30 to

• Ask your Facilitator if you have any questions relating to this module.

Learner Guide Page 29


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Marketing Yourself
CRP 1.4

Key Learning Points

One of our key philosophies is:-

“I am my own business”

Another one of our key philosophies is:-

“Everyone who is not me is my customer”


That is because we all have Internal and External customers. Something you will
learn a lot more about if you take our Professional Development Program.

A successful business...

• Has clearly defined objectives

• Has a targeted marketing strategy

• Understands it's strengths and capitalizes on them, by using the 'Max the Max'
theory.

• Always looks to improve and evolve

• Understands the needs of it's customers

• Exceeds the expectations of it's customers

Learner Guide Page 30


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Marketing Yourself
CRP 1.4

Key Learning Points

Remember that we are all born salespeople.

Children make the best salespeople because they are able to


overcome objections and find a way to get what they want.

When you are selling yourself, you have to make people aware of the benefits
they will get if they buy into you...

Just like when you buy a product that has lots of features, what you actually buy is
what that feature will do for you - the benefits.

So one of your features (these are your skills and knowledge) maybe that you are
quick to learn new things...

But as we know people don't buy features they buy benefits. So we have to
turn our features into benefits that are meaningful to a potential employer.

We can do this by using the phrase

"Which Means That..."

Build your brand…

• Dress the part. If you look the part, then you will feel the part. Remember that
first impressions and people's perception of you are very important. Also re-
member good personal hygiene. Bad breath and body odor will ruin your brand.

• Act the part. Get yourself noticed by being helpful and considerate to your co-
workers. Be a team player and be especially considerate to your boss. Have
pride in the things that you do, in the way you dress, and in the way you behave.

• Talk the part. Be positive when you talk to other people. Use eye contact and
smile. Use appropriate language and avoid profanities (cuss words). Don't
raise your voice but be assertive and never be afraid to speak up if you feel you
have a contribution to make.

Learner Guide Page 31


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Marketing Yourself
CRP 1.4

Key Learning Points

Your differentiating factors (the things that make you unique) will be what gets
you the job over all other candidates. Here's what to do…

• Identify your outstanding areas of value. Ask yourself how you will add
value to a potential employer.

• Prepare examples where you were successful in using your skills in a work
environment (or in your private life - if this is going to be your first job).

• During your interview be sure to talk about these examples.

• If the interviewer does not ask questions that give you the opportunity to tell them
your 'value qualities' then you need to find a way to bring them up - do not leave
the interview without having stated why you think you should get the job and how
you will bring your differentiating values to the company

Remember

Think of yourself as being your own business which you will have to market.

In the following modules we will expand on this concept as we look at some of your
marketing tools (your resume, application forms and letters) and also work on your
interview techniques so that you are better prepared to 'sell yourself'

We are all born salespeople but we tend to lose our natural abilities as we get
older. Maybe because we learn that we don't always get what we want, or we learn
to make allowances and become considerate to other people.

One last thing:

Do you know the saying? - Everything comes to those who wait. Well it may do
eventually but if you want something bad enough you have to go out and grasp it
with both hands.

Learner Guide Page 32


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 2.1 – Personal Action Plan from the list of available courses.

Note: There is sound included on this module that starts immediately.

The first screen (illustrated


here) shows you the objectives
of this module.

The questions we will answer in


this module are:-

• Why is a Personal Action


Plan so important?
• How do I write a meaningful
objective?
• How do I measure my
progress?
• How do I use online email
and diary tools to keep track
of key dates?
• What other training can I
expect once I am working?

Action Points
Check when completed

• In order to complete the on-line module you must take the quiz by clicking on the
CRP 2.1 - Quiz Link.

• Complete the form on Page 35 that helps you to look at a Fiver Year Plan.

• Complete the exercise on Page 36 that asks you to consider key measures you
can put in place, that will help you measure your progress.

• Use the forms provided on Pages 38 and 39 to help you keep track of applica-
tion forms that you submit.

Learner Guide Page 33


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Key Learning Points

• Developing a personal action plan is important because it forms a blueprint/plan


of what you want to achieve
• Be very specific about what you want to achieve otherwise you will never get that
feeling of accomplishment (knowing you have done what you set out to do)

Here’s what we mean by being specific

Rather than saying...

“One day I am going to earn lots of money doing a job I like.”

Try saying...

“By the end of June 2008, I will be working part-time as a host(ess) in a restaurant
so I can gain more work experience and put half the money I earn into a high-
interest savings account so I can afford to buy a car.”

• Break your overall goal down into smaller pieces and set yourself enabling objec-
tives (things that you will need to achieve in order to enable you to reach your
goal)

There’s a saying—“Don’t try and swallow the whole elephant in one go.”

In other words, when you look at the big picture, it can look like a massive task to
achieve. Break it down into bite-sized pieces and eventually you will achieve your
goal.

Is anyone hungry?

Learner Guide Page 34


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

My Five Year Plan

Five Years Goal... How I will Achieve This...


From Now

2 Years Goal... How I will Achieve This...


From Now

1 Year Goal... How I will Achieve This...


From Now

6 Months Goal... How I will Achieve This...


From Now

3 Months Goal... How I will Achieve This...


From Now

1 Month Goal... How I will Achieve This...


From Now

1 Week Goal... How I will Achieve This...


From Now

1 Day Goal... How I will Achieve This...


From Now

Learner Guide Page 35


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Measuring Progress

• We have already said that you should include a time scale within your objective,
and we have also said that we need to break the objective down into smaller
enabling objectives, each of which also has a time scale for completion.

One of our measurement criteria is time.

The majority of companies will have a number of performance measures. You will
also come up against these when you start work. Sometimes they will be referred to
as metrics (things that can be measured).

Here are some examples of work-related metrics:

- Labor costs (wages, expenses, etc.)


- Number of accidents (LTAs = lost time accidents)
- Production level (how many were made over a given period)
- Level of waste (how much was thrown away)
- Sales (value of sales made within a given period)
- Profit (amount of money made by the sale of products)
- Customer satisfaction rating

...and many more.

Can you think of other things you will be able to measure so that you can assess
your progress towards your goal? Write them in the space below...
We have started you off with one suggestion.

Number of applications forms submitted

Hint: Go to the community BLOG where you should find a help topic to assist you.

Learner Guide Page 36


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Record Keeping

Look at the form below and read the instructions for completing it so that you can
keep a track of the job applications you have made. Then use the following pages
to record your application progress.

1
Date of 2
Company
Application

3
Method of 4
Job Title
Application

5 6
Contact Contact
Name Phone#

7 8 9
Follow up Entered in Result
Date Calendar?

Instructions

1. Enter the date that you submitted the application. You may also want to make a
note of this on your online calendar.
2. Make a note of the name of the company where the vacancy is. You also may
make a note here of where you noticed the vacancy.
3. How did you submit the application? Typically this will be either in person, by
mail, email or online.
4. What was the title of the job you applied for? Also make a note of any job refer-
ence number in this space.
5. Make a note of the contact person who you are sending the application form to.
Try and avoid sending it to a department. Instead, use the name given on the
vacancy notification to get the relevant person’s name.
6. Note the contact number here as this will be useful in helping you chase the pro-
gress of your application.
7. Enter a follow-up date for hearing back. This is sometimes indicated in the va-
cancy listing. For example, there may be a closing date for applications. So
don’t expect to hear anything until past that date. A good rule is to set a date
that is 10 working days past the closing date.
8. Place a check mark in this box to show you have put the follow-up date in your
online calendar. The system will email you to remind you of any events you list
there.
9. Summarize the result of this particular application.

Learner Guide Page 37


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Application Tracking

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Learner Guide Page 38


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Personal Action Plan
CRP 2.1

Application Tracking

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Date of
Company
Application

Method of
Job Title
Application

Contact Contact
Name Phone#

Follow-up Entered in Result


Date Calendar?

Learner Guide Page 39


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 3.1 – Creating A Killer Resume from the list of available
courses.

Note: There is sound included


on this module that starts imme-
diately.

The first screen (illustrated


here) shows you the objectives
of this module.

The topics we will discuss in this


module are:-

• Different types of resumes


• Creating your resume using
Microsoft Office Word.
• There is no quiz associated
with this module as we will
use your completed resume
to assess your abilities.

Action Points

Check when completed

• Carefully read through the instructions that are given on Pages 41 to 45 on how
to use Microsoft Word to produce your resume.

• Show you completed resume to your facilitator after comparing it with the exam-
ple shown on Page 46

• Once your facilitator has approved your resume—print it out, if you have that
option, and also save it on your computer or a flash drive.

• Email your completed resume to info@leap2.org

Learner Guide Page 40


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Resume
CRP 3.1

Microsoft Word Template

• Open Microsoft Word and click on File. Then


click on New...

From the New… menu select “On my computer”

This brings up the “Templates”


window as shown on the right.
Click on the “Other Documents”
tab to show this window.

• We are going to use the “Resume Wizard” to help prepare your resume. o ‘click’ on
this icon.

Learner Guide Page 41


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

• You should now see this screen:

• Click on Next >

• You should now see this screen. Make


sure Professional is checked and then
click on Next >

• You should now see this screen. Make


sure Functional Resume is checked
and then click on Next >

Learner Guide Page 42


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

• Enter your personal details on this


page. They will be shown at the
header of your final resume. When
completed, click on Next >

• You should now see this screen.


These are the subheadings that will
appear on the final resume. Check
the ones shown. We will add another
later. When complete, click on Next >

• You do not want to make any


selections on the next screen. Click
on Next > again until you see this
screen. Here you are going to add a
section called “Skills and Attributes.”
Type this as shown and then click
on Next >

Learner Guide Page 43


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

• This adds “Skills and Attributes” to


the list of headings. You need to use
the Move Up button to position it in
the list so it appears after “Objective.”

• Click on the Move Up button until


the list looks like this. Then click on
Next >

• You should now see this window.


You have now finished the initial
steps to set up the Resume Template.

• If you are satisfied that you have


completed the previous sections
correctly, then click Finish. If you
need to make changes click on
< Back

Use this space to make any additional notes before moving onto entering your details
into the document (as explained on the next page).

Learner Guide Page 44


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

• The document template should now be shown with your details at the top.

• Click in each bracketed area to add content. For example:- [ Type Objective Here ]

• Refer to the next page of these notes for an example of what to write.

• Try and keep the resume to one page if possible.

• Highlight any sections that are not applicable and delete them.

• When you have entered all of your details, ask your facilitator to review your resume
before you print it. You should also save the document for later use.

Use this space to make any additional notes.

Learner Guide Page 45


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Creating A Killer Resume
CRP 3.1

Example Resume

Learner Guide Page 46


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 3.2 – Letter Writing from the list of available courses.

Note: There is sound included on this module that starts immediately

The first screen (illustrated


here) shows you the objectives
of this module.

The topics we will discuss in this


module are:-

• Considering what your letter


should say.
• Looking at a sample cove
letter.
• Looking at how Microsoft
Word is used to write and
format letters.
• Reviewing sample job
vacancies and write an
appropriate covering letter

• There is no quiz associated with this module as we will use your completed
cover letter to assess your abilities in this area.

Action Points

Check when completed

• Carefully read through Pages 48 to 51 if you need help with knowing where to
find Microsoft Word and how to use it. Do this before typing your letter.

• Carefully read Pages 52 to 54 as these will help you to start your letter by creat-
ing a header with your address and the receivers details.

• See the sample letter on Page 55

• Write a letter in response to the job vacancy shown on Page 56

Learner Guide Page 47


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

• To create a cover letter, that you can send to an employer along with your resume,
you are going to use Microsoft Word.

• If you have experience using this then please go to page 65 where you will find a
sample job vacancy, which we would like you to apply for by writing a letter. Other-
wise your facilitator will now spend a little time going through the basic principles of
writing a letter using Microsoft Word.

What is Microsoft Word?

Microsoft Word is a word processing program that is a part of the Microsoft Office suite of
programs. It enables you to type letters and then add formatting that decides how the
text will be presented.

The basic formatting we will cover includes:

• Making words bold


• Underlining words
Placing words in the middle of the page
• Changing font size s
• Changing the font to a different type face
• The use of “Headers” and “Footers”

Where will I find Microsoft Word?

Most office based computers will have the Microsoft Office package already loaded. You
may have been lucky enough to have it preinstalled on your home computer, (although it
is fairly expensive)

There are different versions of Microsoft Office but here we are going to show you screen
shots using Microsoft Office 2003 and Word 2003.

Firstly, click on the start button in the bottom right hand corner of your computer screen.
(Our example assumes your computer is loaded with Windows XP)

Continued on next page...

Learner Guide Page 48


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

When you click on the button, you will

see the screen on the right.

The exact way this screen looks will depend on your


computer and the programs that you have accessed
lately.

Tip: You may find that the Icon (small picture) for
Microsoft Windows appears in the left hand side,
meaning it was one of the last applications opened.
For example you can only see Microsoft Office
PowerPoint which is not needed for this exercise.

If you cannot see Microsoft Office Word 2003, as we


can’t in the example, then click on All Programs.

This will pop out another menu list of


all the programs that are available on
your computer.

Therefore your screen may look some-


what different to the one shown here.

Find Microsoft Office from the list and


hover your cursor over it until a side
menu appears.

The additional menu shows all


programs that are loaded, in Microsoft
Office Suite, that you have on your
computer. It may appear slightly
different to the one shown.

Click on the Microsoft Office Word


2003 link to open Word.

Learner Guide Page 49


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

Microsoft Word will now open a blank page for you to type on.

1
3

1. In the top left hand corner, you will see the name given to your document. When you
open a new document it is given a default name until you save it.
2. The small vertical line is known as the cursor. This is the position on the document
where your text will appear if you start typing. To move the cursor further down the
page, press the [Enter] key on your keyboard.
3. The red box is outlining the controls that we can use to format the text (change it’s
appearance). Lets take a closer look at these options.
1 2 3

1. Microsoft Word includes some preset formatting styles, which can be accessed by
clicking the down arrow in the section next to “Normal”.
2. This is where you can change the font (style) of the text, shown as “Times New
Roman”. Click the down arrow to reveal other font options as shown below.
Note the various fonts shown and the way 3
that Word gives you an idea of what the
text will look like. We recommend either
Arial or Times New Roman for letters.
3. This option allows you to change the size of
the text. The higher the number you choose
the larger the text will appear. For normal
purposes, a 12pt font size is used, but you may
use a larger font to create a heading, for
example.

This document is mainly written using Myriad Pro 12pt. font. This is not a standard font.

Learner Guide Page 50


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word
1 2 3

1. Box 1 shows three controls that alter the appearance of the text by either making it
Bold, making it appear in Italics or Underlining it.

2. Box 2 shows three options for placing text relative to the line of the page you are on.
The option highlighted is “Left Justified” which means you will start typing your text
from the left hand margin, which is normal.

The middle option, centers your text on the page.

The right hand option, justifies your text on the right hand margin.

3. Box 3 shows two options, the first of which enables you to highlight text the second
option enables you to change the color of the text.

You can apply multiple formatting options to any text.

This text is center justified, bold, in italics and 14pt. font size

The best way to change the formatting of your text is to type it normally first and then go
back and highlight the text you want to format by holding down your left mouse button
and dragging it over the text you want to change. Then apply the formatting option.

Use this space for additional notes.

Learner Guide Page 51


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

Creating a letter to accompany your resume

1. Open Microsoft Word as previously described


2. Click on the View menu option and then click on Header and Footer
3. The header box will open. Click on the Center Text Icon as described on page 60 of
these notes. The cursor should now appear in the center of the box.
4. Type in your full name, remembering to use capital letters to start your first and last
name. Then press return on your keyboard. This will drop you down a line. Note: you
still have center text selected so your cursor will be in the middle of the page.
5. Type in the first line of your address and then press enter on your keyboard. Repeat
these steps until you have completely entered your address and contact details,
including e-mail and telephone number.
6. When you have completed entering your details, then close the header.

Here is an example of what your entry should look like.

Notice that the text appears faded once you close the header. This is normal and it will be
OK when it is printed out. For our example we used Ariel 12pt font and bolded the first
line. The e-mail address was not underlined because Microsoft Word does that
automatically.

Use this space for additional notes.

Continued...

Learner Guide Page 52


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

Header and Footer

There are two areas within Microsoft Word where you can also type, but cannot see them
straight away. There is one at the top of the page, called the “Header” and one at the
bottom of the page called the “Footer.”

These areas can be useful for holding information such as your name and address or the
title of your document.

Note: Anything you type in these areas will appear automatically on all pages of your
document, assuming you have more than one page.

To access the header and footer, click on the View menu option , as shown below.

Then from the drop down menu, select Header and


Footer.

The area below will appear on your screen.

It is not our intention to cover the options you have in the header box but even so you
can type text into the box, which will start at the position of the cursor. Text in this box
may be formatted in exactly the same way as any other text.

To switch to the bottom of the page to view the footer, click on this icon

Start by entering your name and address in the header. You are going to create a letter to
send for a job application. The steps, for creating your letter are shown on the next page .

Learner Guide Page 53


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

7. You may still see your cursor is centered, so click on the “Left Justify” icon. Type in the
name and address of the person you are sending your letter to. Use the same
principle of putting their name on the first line. Then press enter on your keyboard
and enter their address, and so on.

We’ve also added the Dear Miss line and the job title that you are applying for is
centered and bold.

8. Press the left justify button so the cursor comes back to the left hand margin. You are
now ready to type the body (main content) of our letter. You will find a complete
sample letter on the next page.

Use this space for additional notes.

Learner Guide Page 54


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Microsoft Word

Sample Letter

The letter helps you express interest in


the position and states where saw the
vacancy.

It then confirms the vacancy that you are


applying for.

The next step is to put down what skills


and knowledge you have that you feel
are directly related to the job.

There should be clues in the vacancy


listing that indicate the skills and
knowledge they are looking for. The
more you can match your skills, to the
ones the employer is looking for, the
more likely you are to be asked for an
interview.

Point out any relevant experience.

This letter will be accompanying your


resume. So you should state that, just in
case the two get separated. Tell the
reader that you would welcome
attending an interview so they can gt to
know you.

Finally confirm how you would like to be


contacted.

On the next page, you will find a


sample vacancy listing. We would like
for you to type a letter, assuming you
are applying for the position shown.

Use the skills you have to match the


requirements of the job.

Learner Guide Page 55


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Letter Writing
CRP 3.2

Individual Exercise

Vacancy Listing

Use this example vacancy listing to write a letter that could accompany your resume.

Look at the skills and knowledge required and include in your letter those skills that
match the job requirements.

Use the name and address of the person shown in the vacancy listing.

Send your resume and covering letter to:- Ty Pennington


Just Tires Inc.
2054 West Plaza
Johnson Avenue
Raleigh, NC 24090

Use this space for additional notes.

Learner Guide Page 56


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Completing An Application Form
CRP 3.3

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 3.3 – Completing An Application Form from the list of
available courses.

Note: There is sound included on this module that starts immediately

The first screen (illustrated


here) shows you the objectives
of this module.

The things we will achieve in


this module are to:-

• Be able to review the initial


on-line application form you
completed at the start of the
program
• Learn about common mis-
takes
• Be able to make any amend-
ments to your current appli-
cation form
• Understand how application
forms are used
• Learn what you need to disclose

Action Points

Check when completed

• Make sure you have already completed an on-line application form

• Carefully read Pages 58 and 59 as they tell you how to retrieve your original
application form.

• Using the instructions from the on-line module—amend your on-line application
accordingly.

Learner Guide Page 57


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Completing An Application Form
CRP 3.3

Application Review

• Your facilitator should have given you a copy of the application form you com-
pleted when joining the program. You should have been making notes on this
throughout the online element of this module.

• Now we are going to give you time to make any amendments necessary to your
online application form. So follow these instructions…

• Go to the program website by typing in the address shown to your browser. (We
have shown Internet Explorer)

• Click on the [Students ] menu item

Learner Guide Page 58


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Completing An Application Form
CRP 3.3

Application Review

• From the Student menu click on “Amend Application Form”

• The following login page will be seen...

• Enter your first and last names. Then enter your SSN (Social Security Number.)
This should be nine digits with no spaces in between.

• From the drop down box, select the company that nominated you. (Here you
should find the name of the organization that is sponsoring you for this program).

• Click on “submit”. Your original application form should be shown on screen.

• Use your mouse to navigate to the boxes you need to amend.

• Make sure you click on the save button, which can be seen at the very bottom of
your application form. This will take you back to the program home page.

• Remember these instructions so you can return to amend your online applica-
tion as often as you want to. You may change your address, for example.

Learner Guide Page 59


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Interview Skills
CRP 4.1

Go Online

• Go to your computer and login as previously described.

• Select Module CRP 4.1 – Interview Skills from the list of available courses.

Note: There is sound included on this module that starts immediately

The first screen (illustrated


here) shows you the objectives
of this module.

This module combines with a


practical workshop .

Action Points

Check when completed

• You MUST complete this on-line module and attend a practical workshop in
order to fully understand the learning points form this module.

• Complete the CRP 4.2 - Quiz

• Attend the Interview Skills Workshop

The workshop may be on a different day so make sure you ask your Facilitator
when this will be.

The notes for the practical workshop begin on Page 62

Learner Guide Page 60


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Interview Skills (Theory)
CRP 4.1

Key Learning Points

The key learning points from the online learning module are:

• Learn what to expect when you attend an interview as this will help with your
confidence.

Remember that:

- You could be interviewed initially


with a group of other interviewees
- You may be interviewed by a panel
(more than one interviewer)

• Be prepared to answer the interviewer’s questions. Think about the type of


questions you might be asked and also think of an appropriate answer. Time will
be allowed, before the practical interview session, for you to discuss with your
fellow learners the questions you might get asked.

Space has been allowed on Page 63 of this workbook for you to makes notes of
these questions and potential ways to answer them.

• Be particularly careful about the information you are prepared to tell the inter-
viewer and prepare how you will handle any sensitive areas. Learning what to
disclose and what not to disclose will make you feel more confident when it
comes to answering awkward questions.

Remember that you must be honest if asked a direct question, otherwise it is up


to you what level of information you want to reveal. But further remember, that
sometimes it is better to reveal things upfront, than have them discovered at a
later date. Employers need honest workers, so think of the consequences .

• Think of the questions you might want to ask the interviewer. It is very likely
that, towards the end of the interview, they will ask if you have any questions. If
you can ask one or two questions, it will help you appear to be interested. Time
will be allowed, before the practical interview session, for you to discuss with
your fellow learners the questions you might want to ask.

Space has been allowed on Page 64 of this workbook for you to note these
questions and potential ways to answer them.

Learner Guide Page 61


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Classroom Session

This is a classroom only session, although it links to Module CRP 4.1 - Interview
Skills. You must have completed this module before attending this class.

Objective

The objectives of this classroom session are:

• To allow time with your fellow learners to discuss the types of questions that you
might get asked and also the questions you would like to ask.

• To allow you to experience a “mock” interview either as an interviewee or by


observing one of your co learners being interviewed. If time is permitted, you
may also have the opportunity to role play the interviewer so you can see what
it’s like from the other side of the desk.

By the end of this module, you will be able to use the knowledge we discussed in
Module CRP 4.1 in a practical interview situation, enabling you to feel more confi-
dent and prepared. This will give you a greater potential of gaining employment.

Group Exercise

Interview Questions

• Your facilitator will now divide you into teams of three to four people.

• In your group, discuss what questions you think you might get asked when at-
tending an interview. Also think of appropriate answers for each question

• The form on Page 63 to record the questions and answers.

• When you have finished, the facilitator will ask each group to share their obser-
vations with the other learners.

• You have 15 minutes to prepare your questions and then another 5 minutes for
each team to present. A maximum of 30 minutes has been allowed for this
exercise.

Learner Guide Page 62


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Group Exercise
Use this form to record your groups discussion. We have started you off with one
idea which was the example we gave during the online element of Module CRP 4.1

Think of one example for every open-ended question. Remember the six words that
start open-ended questions. We’ve started you off with one example and placed the
other key words at the beginning of each box.

Question Suggested Answer


What made you decide that you wanted I researched your company on the
to work for our company? Internet and you look like you are the
market leaders in your field. Job security
is important to me and that is what I
believe you can offer me.

Who

Why

Where

When

How

Learner Guide Page 63


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Group Exercise

• The facilitator will allow you time in your same groups to think of the questions
that you might ask the interviewer.

• Write your questions in the form provided below.

• Remember that these are likely to be closed questions, that demand a short an-
swer or just a YES or NO response. Use them to check (verify) certain details
regarding the company, the position being advertised or the benefits of the pack-
age that is offered.

• You have 15 minutes to prepare your questions and then another five minutes
for each team to present them. A maximum of 30 minutes has been allowed for
this exercise.

Remember that closed question start with words like “do”, “can”, “will”, “are”, “would”
etc.

Question
Do you have any additional benefits such as staff discounts?

Learner Guide Page 64


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Group Exercise

• There will now be an opportunity for you to have a practice interview. According
to the size of your group and the time available, this may happen in one of two
ways.

Either: Your facilitator will act as the interviewer and interview all learners.

Or: You will be paired up. One person will act as the interviewer and the other
as the interviewee. Then you change roles. The interviewer can ask questions
using examples from Page 63 of this workbook. The interviewee will not be
allowed to look at his or her workbook during the interview, but may ask “Closed
Question” if they want to clarify anything.

• If your facilitator chooses option one and acts as the interviewer, and time
allows, you can also do the pairs interviews as well.

• During the interviews, your facilitator will ask the people who aren’t participating
to make notes so that they can give feedback at the end.

• An observation form has been provided on Page 66 to help you when observing
others. Take a look at this form, as it will give you clues as to what you should
remember.

For example:- One thing to remember is a positive greeting and handshake


when you walk into the interview.

• A total of 90 minutes has been allowed for everyone to have a chance to have a
“mock” interview and to give feedback.

Learner Guide Page 65


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Interview Observation Form Person 1

Use this form to make observations about the person being interviewed.

Name of the person being interviewed Enter the name of the person

Use the following ranking boxes to decide how well you think the person being
interviewed performed in each one of the categories shown. With 1 = poor to 5 = excellent.

How well do you think the candidate greeted the interviewer? 1 2 3 4 5


Observations: Look for a smile, eye contact, a firm handshake and level of confidence.

How well did the candidates body language indicate whether he or


she was relaxed and engaged in the conversation? 1 2 3 4 5

Observations: They should be sitting with feet flat on the ground and hands on their knees.

How do you feel the candidate handled any questions they were
asked? 1 2 3 4 5

Observations: They should be able to give a positive response with limited use of “umm” or “err”.

How well did the candidate ask question of the interviewer to


1 2 3 4 5

Observations: Did they use closed questions to check or ask for additional information?

How would you rate the candidates overall interviewing abilities? 1 2 3 4 5

Learner Guide Page 66


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Interview Observation Form Person 2

Use this form to make observations about the person being interviewed.

Name of the person being interviewed Enter the name of the person

Use the following ranking boxes to decide how well you think the person being
interviewed performed in each one of the categories shown. With 1 = poor to 5 = excellent.

How well do you think the candidate greeted the interviewer? 1 2 3 4 5


Observations: Look for a smile, eye contact, a firm handshake and level of confidence.

How well did the candidates body language indicate whether he or


she was relaxed and engaged in the conversation? 1 2 3 4 5

Observations: They should be sitting with feet flat on the ground and hands on their knees.

How do you feel the candidate handled any questions they were
asked? 1 2 3 4 5

Observations: They should be able to give a positive response with limited use of “umm” or “err”.

How well did the candidate ask question of the interviewer to


1 2 3 4 5

Observations: Did they use closed questions to check or ask for additional information?

How would you rate the candidates overall interviewing abilities? 1 2 3 4 5

Learner Guide Page 67


© November 2009 - Sales & Service Training
Career Readiness Program

Practical
Interview Skills
Workshop

Use this page to make any additional notes about your observations or about any
feedback you are given after your interview.
Feedback Comments:

The things I did well during my interview were:

The skills I need to practice more are:

Learner Guide Page 68


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Workplace Ethics
CRP 5.1

Go Online

• Go to your computer and login as previously described.

• Select Module 3.2 – Workplace Ethics from the list of available courses.

Note: There is sound included on this module that starts immediately.

The first screen (illustrated


here) shows you the objectives
of this module.

In this module we will cover:-

• What employers expect.


• Policies you should be
aware of.
• Acting appropriately
• The "I'm OK - You're OK"
principle.

Action Points

Check when completed

• Make sure you complete the CRP 5.1 - Quiz

• Carefully read through Pages 70 to 73 as they will remind you how to behave in
certain situations in the workplace.

Learner Guide Page 69


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Workplace Ethics
CRP 5.1

Key Learning Points

The way you behave in the workplace goes a long way toward people recognizing
your potential. When the time is right, you are more likely to be selected for
promotion.

More critically if you act irresponsibly in the workplace, you are likely to get yourself
fired.

So remember the key learning points from the online learning module, which are:

• When you first start work, find out what your employer expects from you.

• Ask for a copy of your job description, as this will outline your duties.

• Also ask about the companies policies in key areas. We have already given you
a checklist for this on Page 11 of this workbook.

• Learn to act responsibly in certain situations as described here:

Situation Best Action


You are talking to You wouldn't expect other people to be standing around listening
your superior when when your supervisor is talking to you.
someone more senior
approaches him or So:
her.
• Acknowledge your superior’s superior, by making eye contact
and then using a suitable greeting
• Excuse yourself and leave them alone to talk.

If your supervisor wants you to be a party to the conversation, he


or she will ask you to stay.

Remember where you were in the conversation so you can pick


back up from that point.

Re approach your supervisor after the other person leaves,


unless they retreat to a closed office, or you sense they do not
want to be disturbed. If this is the case, then wait for them to
re approach you.

Continued...

Learner Guide Page 70


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Workplace Ethics
CRP 5.1

Situation Best Action


You are called to your If their door is open you should make yourself visible in the door-
supervisor's office, way. Do not enter the office.
but he or she are on
the phone when you Use eye contact and then quietly gesture that you will wait out-
get there. side. In this way, your supervisor will know you are there once
they have finished the call.

Stand away from the office door but close enough to hear when
they call you or come looking for you.

If their office door is closed, and you can hear a conversation, it


would make sense to return to your work station and carry on
working. Then go back and check again after 5 to 10 minutes.

If you have an urgent need to speak to them, then politely inter-


rupt by stating that you need to talk to them straight away. If the
office door is closed - gently knock and wait for a reply.

Don't interrupt them with trivial issues or issues that can wait.
You are asked to send You may have sent many e-mails before, in your own time. Often
an e-mail the tone and content you use is friendly and relaxed. You may
even use your own language, just like you would with a text mes-
sage for example.

E-mails, sent in the workplace, are completely different and


should be written in the same professional way as you would
write your resume or a cover letter that we have discussed in pre-
vious modules.

Don't get drawn into replying to gossipy e-mails that ask for you
opinion about someone or something.

E-mails sent from computers belonging to the company are their


property and can be retrieved by appointed company employees.
So be careful what you write and who you send a message to.

Leave writing personal e-mails until you get home. Otherwise


they can also be retrieved.

Never use any profanities or inappropriate words. Some compa-


nies use filters to identify and block such language.

Continued...

Learner Guide Page 71


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Workplace Ethics
CRP 5.1

Situation Best Action

You are in the break Unfortunately, sexual harassment cases do happen, and the last
room with a co-worker thing you want is to be accused of taking advantage of a co-
of the opposite sex worker when they are incapacitated.
when he or she
collapses. So:

• Do not attempt to move or even touch your collapsed co-


worker.
• Immediately call for help from a co-worker who is the same
sex as the collapsed worker.

Only in exceptional circumstances should you move them or


touch the person. An example of this would be if the person was
in harm’s way, or the condition is life-threatening.
You suspect that one Never approach the person, you suspect, directly and never take
of your co-workers is your suspicions to another co-worker. Talking about it to other co
stealing -workers will only lead to an atmosphere of mistrust, and they just
think you are trying to get that person into trouble.

Also, you run the danger of telling someone who is a friend of the
person you suspect, which could lead to the employee being
warned.

So:

• Gather any evidence that will support your suspicions.


• If you feel confident that you have grounds to suspect some-
one, go and report it to your supervisor.
• Be factual about what you have seen.

Limit the number of personal belongings you take into the work-
place, especially money. Tell your supervisor if you are carrying
a large amount of money and even ask if it can be locked in the
company's safe.

Use a locker or locked draw to store your belongings. Check your


belongings before you leave work to make sure no one has
“planted” items in your processions to make you look guilty.
You have to make an Always ask your immediate supervisor for permission to use the
urgent personal business telephone for personal use and explain the circum-
phone call stances.

Don’t rely on information a co-worker gives you as they may be


abusing the policy themselves, or want to get you in trouble.

Learner Guide Page 72


© November 2009 - Sales & Service Training
Career Readiness Program

Module
Workplace Ethics
CRP 5.1

Situation Best Action

You have personal The same applies to using the telephone or any other piece of
documents that you company equipment for personal use. Always check first with
need to get copied your supervisor and not a co-worker.
and want to use the
office Xerox machine.
You notice that people The very first action is to prevent anyone from getting harmed.
are working in a So if possible, direct people away from the area by giving them a
dangerous manner, warning.
or you come across a
potentially dangerous In larger companies, there may be a person assigned to em-
situation. ployee health and safety. If this is the case, you should report
your findings to them. If not, bring the problem to the attention of
your supervisor. If possible use a formal communication method
like e-mail or a written note so that your supervisor has
something to refer to.

You are left to answer Telephone technique is discussed in Module PDP 3.1
the telephone while
the receptionist goes Make sure you know the basics of operating the telephone sys-
to lunch. tem including the transfer of calls to other departments.

Make sure there is a contact list available.

Have a pen and paper in hand so you can take messages.

Answer the telephone in a professional manner, giving your name


and the name of the company. Use a friendly greeting like this:

“Thank you for calling the Sales & Service Training Center.” “My
name is Ty, how can I direct your call?”

Use this space to make additional notes.

Learner Guide Page 73


© November 2009 - Sales & Service Training